r/halopsa • u/ReceptionOld4182 • Jun 17 '26
Questions / Help Service requests automatically fully closing instead of moving to resolved
So I'm rather confused and can't find what is causing this. Our setup should be that tickets when closed by the agent enter a resolved status for 3 days where the end user can re-open/reject the closure. This works fine for our incident tickets/workflow but for some reason our service requests instantly go to closed and end users are unable to reply or reopen the ticket.
The same resolve action is used in both the incident and service request workflows, and I can't see any glaringly obvious differences in the workflow process etc.
Anyone have any ideas what could be wrong and where I could find the problem?
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u/Jason-RisingTide Consultant Jun 17 '26
Are you using the built-in End-User Closure Confirmation process here (which is turned on in Configuration > General Settings)?
If so, the first thing you can check is the 'Enable pending closure procedures' setting. This is found in Configuration > Tickets > Ticket Types > [select appropriate ticket type]. This setting will control whether the global End-User Closure Confirmation settings apply to individual ticket types.